The Director, Customer Success (CSD) focuses on the strategy for all the accounts, building client relationships, and working with the Event Management Services Director to provide optimal services to the accounts. The CSD will work across accounts to create and implement client KPIs, sharing best practices and benchmarking across the enterprise accounts. The CSD develops and oversees account project plans to ensure that each account is meeting the clients' needs and expanding M&IW services available to the client with a goal of increased revenue and margins. The CSD acts as the liaison and contact with the client Procurement & Meetings Management contacts, for each of our enterprise accounts.
Management Responsibilities
What you will do here:
Project management with a consultative approach
Manage and mentor Customer Success Manager (CSM) who have ultimate responsibility for customer satisfaction.
Identify key Customer Success team personnel for inclusion in industry educational events and other forms of career development
Provide a leadership role and give clear and consistent direction to the Customer Success teams regarding the client’s business needs and how this can be matched with M&IW services
Develop annual business plan template and work with the CSMs and Event Operations managers to create business review for clients. The CSD will attend each of the business reviews for our enterprise accounts to assist in business development and to share Industry trends and benchmarking and to establish relationships with key clients
Audit and review profit/loss on accounts, work with the CSM to address problem areas of the pricing model and to develop in areas of opportunity.
Analyze and advocate for appropriate CSM team structure to support the client’s needs, and the P&L margin
Engage in escalated Issue resolution with the meeting owners and CSM’s, if necessary
Add Input on account RFP process for MSA renewal, or new business area of opportunity
Contribute to ongoing client satisfaction by analyzing data, surveys, and implementing continuous improvement processes
Work with the M&IW Business Intelligence (BI) team to define benchmarking across clients and to ensure that our clients have accessibility to their account data
Tech Strategy – keep current in meeting technology & introduce technology to match client’s needs
Represent M&IW at applicable company and industry events
Client Advisory Board (CAB) – Design and actively participate in the content and presentation at the CAB as scheduled
Client Connect (CC) – CSD should work with clients to encourage their attendance and participation in GS panels – SD will act as a key contact during the Client Connect
Business Development Responsibilities
Create and sell joint venture opportunities
Sell into new divisions and departments of dedicated accounts
Upsell additional M&IW service opportunities of assigned accounts
Network with decision-makers and management as appropriate
Establish, develop, and maintain strong and ethical customer relationships
Gain knowledge of competitors’ strengths and weaknesses
Assist business development/association/incentive with sales leads when applicable, sales strategy, pricing, RFP development, presentations, and closing business opportunities inside and outside of assigned account
Identify opportunities for new or expanded service offerings (including opportunities for M&IW strategic partners)
Network with decision makers/management as appropriate
Develop and maintain strong and highly ethical customer relationships
What We Expect
Details of these areas are shared during interviews and monthly reviews:
Cultural Excellence
Role Level Function
Interpersonal Skillset
What You Will Bring
Minimum 10 years of experience in professional services and meeting industry
College degree or equivalent industry experience
Knowledge of virtual and hybrid event options
Ability to travel both domestically and internationally when required for account purposes
Proven excellent oral and written communication skills in both internal and client-facing environments
Multi-lingual experience is optional
Demonstrated track record of successfully managing multiple projects simultaneously
Ability to deliver creative outputs in a constricted timeline while maximizing available resources
Responsible for leading a Companywide OKR or Strategic Initiative
What We Provide
Competitive salary
Health, Dental, Vision and Life Insurance options
401K plan
Paid holidays
Accrued personal time off for vacation and sick leave
Laptop, additional monitor, and mobile phone
Global Giveback program for volunteer service
Remote Office / Work from home, or option to work in our corporate headquarters located near Milwaukee
Who We Are
M&IW is a global event management firm specializing in virtual, hybrid, and in-person experiences of all shapes and sizes as well as consulting and enterprise strategies. As an entrepreneurial organization, we place customers at the center of everything we do and prioritize their needs through our core values of quality, agility, flexibility, and innovation. M&IW is a third generation, privately held, certified Women's Business Enterprise (WBE) in business for more than 50 years. Headquartered in Wisconsin, USA, and supported by a remote workforce across the US and in the UK, China, and Brazil.
M&IW provides a portfolio of management services for meetings, events, incentives, conferences, and tradeshows. Those services include Event Management and Design, Event Sourcing, Attendee Registration and Reporting, Event Technology and Production, Creative Services, Event Marketing and Communications, Gifting and Engagement Strategies, Incentive and Recognition Solutions, Group Air Travel, On-Site Execution and Staffing, and Event Analytics. Our consulting and enterprise services include Technology Implementation and Administration, Meeting Policy, Process and Optimization, Third-party Governance, Executive Dashboards and Analytics, and Sustainability Best Practices and Tracking.